THIS POSITION HAS NOW BEEN FILLED AND CLOSED TO NEW APPLICATIONS. 25.02.2025

DWR Executive Search has been retained to find a talented and highly experienced Front Office Manager with a specific and extensive background in the international 4 and 5-star luxury and business class, boutique hotel sector. S/he will play a critical role in overseeing and directing all aspects of Front Office operations at my client’s flagship 5-star hotel in the heart of Ghana’s capital, Accra. Reporting to the Rooms Division Director, this position is responsible for managing key departments including Guest Relations, Reception, Reservations, Telephones, Assistant Front Office, Shift Leaders, and Night Manager, ensuring that the hotel consistently delivers exceptional service and maximizes operational efficiency. The Front Office Manager’s leadership ensures that all guest-facing operations are aligned with the hotel’s standards, promoting outstanding guest experience, effective team management, and the achievement of revenue goals.

OVERVIEW:
With a solid history and prestigious reputation, my client is an established and leading independent hospitality provider in West Africa. Their three luxury hotels are a major part of their business operation in Ghana, internationally recognised and of a supreme standard. From the outstanding services they provide to the highest levels of comfort, their meticulous attention to detail and their record of excellent customer satisfaction, my client stands out as a premier provider in Ghana’s first-class accommodation, hotel, fine dining and luxury hospitality sector.

KEY RESPONSIBILITIES:
Operational Leadership & Team Management: –
• Supervise the Assistant Front Office Manager, Reservations Manager, and other supervisory staff to optimize occupancy and average room rate, driving revenue performance.
● Monitor the Front Office team to ensure prompt, cordial attention and personal recognition for guests, particularly repeat and VIP guests.
● Ensure effective communication and cooperation between the Front Office and other hotel departments, particularly Housekeeping, regarding operational matters.
● Conduct regular inspections of areas under your control to ensure all furnishings, facilities, and equipment are well-maintained and in good repair.
● Oversee the development of the team through training, performance appraisals, coaching, and counselling to ensure high productivity and morale.
● Identify training needs and implement formal training programs to enhance staff skills and service quality.
● Ensure that employees maintain appropriate standards of conduct, dress, hygiene, uniforms, and appearance.

Guest Experience & Relations: –
● Ensure that the Front Office team provides personalized and exceptional guest experience by monitoring interactions with guests.
● Monitor and oversee the guest recognition program, ensuring VIP guests, including known repeat visitors, receive special attention and care.
● Collaborate with other departments to ensure seamless guest experience and resolve any concerns or issues that arise.

Financial Management & Budget Control: –
● Manage departmental costs in alignment with the budget by regularly analysing financial performance, reviewing forecasts, and implementing cost control measures.
● Prepare and monitor the Front Office Departmental Budget, ensuring adherence to financial targets.
● Analyse rate variance reports and monitor room revenue control in partnership with the Income Auditor.
● Maximize room revenue and occupancy by reviewing daily status reports, adjusting rates, and monitoring the house count.
● Approve and monitor discounts, rebates, and credit policies, ensuring compliance with hotel standards.

Administration & Reporting: –
● Prepare and submit statistical, performance, and forecast reports to support budget planning and operational decision-making.
● Maintain an organized and comprehensive filing system for all documentation related to purchases, schedules, forecasts, reports, and tracking logs.
● Communicate essential operational details (e.g., guest arrivals, departures, VIPs) to the Hotel Manager or their delegate.
● Provide detailed reports and marketing information as required for the hotel’s Strategic and Marketing Plans.

Health & Safety & Compliance: –
● Adhere to the hotel’s Health & Safety policy, promptly reporting any hazards or safety concerns.
● Ensure compliance with credit policies and check guest billing instructions for accuracy.

Additional Responsibilities: –
● Participate in the development of the hotel’s Strategic Plan, Marketing Plan, and Goals Program.
● Conduct monthly departmental meetings to review procedures, address concerns, and ensure clarity across all team members.
● Promote inter-hotel sales and the use of in-house facilities to increase revenue opportunities.
● Perform other related duties as assigned to enhance the efficiency and quality of the Front Office operations.

Fluency in written and spoken English is essential. A second (preferably European language) will be a plus.

This is an interesting and exciting role based in a vibrant, multi-cultural and dynamic city that offers an equally vibrant lifestyle in a setting that comprises a mixed and varied clientele of business users, VIP guests, local and international celebrities, and HNW individuals/families. The position is an opportunity to use your accumulated skills at delivering customer service excellence and to excel as a Front Office Manager in a prestigious, high-end establishment. It will appeal to a career professional in the hotel and hospitality space with the relevant background and international experience (which perhaps will have been primarily gained through exposure to the sector in Europe/North America etc, and with at least some experience of working in [ideally West] Africa), who is conscientious, dedicated, and outstandingly professional in every way. The successful applicant will value teamwork and be able to inspire others to reach their full potential. S/he will be committed to their career, enthusiastic about their work and have natural flare exhibiting a friendly but discipled character, professional but approachable both client-facing and behind the scenes and be determined to make a positive contribution to a busy and popular hotel. The start date is immediate to ASAP subject to notice periods as/if applicable.

CONDITIONS:
This position is open to all candidate nationalities and locations subject to having the requisite international background and experience that the client requires. It is offered on a single person status only. The employment package will include a competitive salary, accommodation (if appropriate), health insurance and other benefits in line with industry standards. Details will be discussed at the client interview stage. As a senior and important position that carries a high degree of responsibility, it is a prerequisite that applicants possess the required skills and experience to be considered. PLEASE do not apply unless you have the competencies specified, can comply with the conditions and have a verifiable and solid background in the international 4 and 5-star/high-end business class, luxury hotel sector.

APPLICATION PROCESS:
If you meet the criteria for this position and wish to submit an application, in the first instance please send your CV (in Word or PDF) to [email protected] quoting the role you are applying for in the subject box. You are welcome to include a Covering Letter in support of your application. Selected candidates will be contacted by email and sent a Candidate Questionnaire, which must be completed in full to be progressed to the next stage. If chosen, you will be invited to an initial online interview with DWR. If shortlisted, the following stage will be an interview with the employer (via Zoom).
Applications for this role will close by 20th February 2025. Although every effort is made to respond to all applicants, due to the volume of replies it is not always possible to do so. If you don’t receive an acknowledgement by the 5th April 2025, then regrettably your application has not been successful on this occasion. You are encouraged to connect with DWR on LinkedIn and to then join the DWR Executive Group.

EQUAL OPPORTUNITIES:
DWR does not discriminate in the acceptance or referral of candidates on the basis of race, colour, religion, gender, age, national origin, marital status, disability, or any other protected characteristic. By applying for this position, candidates agree to respect these standards and be observant of the internationally accepted guidelines governing equality and inclusiveness in the workplace aimed at eliminating racism, discrimination and hate speech throughout every level of society.

DWR Executive Search is appointed by the employing company as their Recruitment Service Provider for this position. The client’s name will remain confidential until applicants have been shortlisted to the client interview stage.